Service Delivery Manager

Master-Works; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading IT services provider in Saudi Arabia seeks a Service Delivery Manager to oversee the setup and management of IT Managed Services. This role plays a crucial part in ensuring high-quality service delivery to clients in various sectors. Ideal candidates will have extensive experience in IT service delivery management and possess strong leadership and communication skills, with an emphasis on client satisfaction and operational excellence. Certification in ITIL is required.

Qualifications

• 7+ years of experience in IT service delivery.
• 2+ years in a managerial or leadership role.
• ITIL Foundation certified; advanced certifications are advantageous.

Responsibilities

• Design and implement service delivery models and processes.
• Act as the key interface between the company and its clients.
• Lead and mentor a team of service desk agents and engineers.
• Monitor service levels and performance indicators.

Skills

Leadership

Communication

Stakeholder management

IT infrastructure knowledge

ITSM tools familiarity

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

ManageEngine

Job description

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high‑quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities

• Service Delivery Setup & Execution: Design and implement end‑to‑end service delivery models, processes, and SLAs tailored for Master Works' IT clients.
• Build operational workflows and governance models for NOC, service desk, on‑site support, and remote delivery teams.
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations.
• Client Relationship & Account Management: Act as the key interface between Master Works and its managed service clients.
• Develop a deep understanding of each client's operational needs and business objectives.
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust.
• Team Leadership & Development: Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists.
• Define performance metrics and career development plans for team members.
• Foster a culture of ownership, agility, and accountability.
• SLA Management & Reporting: Monitor service levels and performance indicators using ITSM tools.
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders.
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations.
• Continuous Improvement & Growth Enablement: Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization.
• Collaborate with the EPMO, Pre‑sales, and Technical Units to align service delivery with project‑based support models.
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• 7+ years of experience in IT service delivery, including 2+ years in a managerial or leadership role.
• Experience in the Saudi IT market or government digital transformation projects is a plus.
• ITIL Foundation certified; advanced certifications (e.g., ITIL Intermediate, PMP) are advantageous.

Key Competencies

• Deep understanding of IT infrastructure, networks, cloud, and enterprise systems.
• Strong leadership and people management capabilities.
• Excellent communication and stakeholder management skills.
• Familiarity with ITSM tools such as ServiceNow, ManageEngine, or similar platforms.
• Strategic thinking with a hands‑on approach in startup environments.